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The average duration of a customer service interaction from start to finish, including hold time and after-call work.
A metric measuring customer loyalty and likelihood to recommend a company to others.
A metric measuring how satisfied customers are with a specific interaction, product, or service experience.
Customer service that is available around the clock, every day of the year, regardless of time zone or business hours.
The process by which AI systems intelligently transfer complex or sensitive customer issues to human agents with full context.
A digital interface where customers can find answers, perform actions, and resolve issues independently without contacting support.
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